Manager, Dialer Systems

JOB SUMMARY: Responsible for the strategic management, configuration, and ongoing maintenance of LendingPoint’s telecommunication dialer systems across key verticals, including Sales, Customer Service, and Collections. This role ensures optimal dialer performance, enhances operational efficiency, and aligns dialer strategies with business objectives. The Manager will oversee daily operations, lead vendor management efforts, and collaborate with internal and external stakeholders to drive continuous improvements in dialing performance, customer engagement, and compliance.

ESSENTIAL JOB FUNCTIONS:

•       Develop and implement dialer strategies, IVR routing, and telephony technology solutions to enhance contact center productivity and efficiency.

•       Manage outbound dialing campaigns, including dialing lists, call dispositions, and call routing rules, to optimize performance.

•       Serve as the primary liaison between internal teams, external service providers, and vendor partners to ensure seamless dialer system operations and strategic alignment.

•       Analyze system performance data to identify trends, troubleshoot issues, and recommend improvements that enhance call center effectiveness.

•       Monitor and optimize key performance metrics, such as contact rates, conversion rates, abandonment rates, and overall campaign success.

•       Ensure integration and functionality of dialer systems with related platforms (e.g., Salesforce, Domo, Gryphon, Outlook) to maximize operational efficiencies.

•       Lead the development of new dialer technology tools, automate manual processes, and drive continuous improvement initiatives.

•       Oversee the daily execution of dialing campaigns, ensuring targeted penetration, saturation, and contact rates are met.

•       Ensure compliance with company policies, as well as local, state, and federal regulations governing dialing and collections practices.

•       Monitor real-time production standards, generate daily performance reports, and address dialer-related technical issues.

•       Prepare and present call center performance reports by collecting, analyzing, and summarizing key data trends.

•       Act as the primary point of contact for telephony vendors, fostering partnerships that drive efficiency and innovation.

•       Recommend and implement enhancements to call flow, dialing strategies, and inbound call routing to improve overall operational performance.

•       Provide ongoing training to management and staff on dialer processes, ensuring best practices are maintained across the contact center.

•       Perform additional dialer and CRM-related tasks as needed to support contact center operations.

MINIMUM QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the minimum knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

•       Education: Bachelor’s degree in Business Administration, Marketing, Communications, Computer Science, or a related field preferred.

•       Experience: Minimum of 2 years of experience managing automated dialer systems in a high-volume call center environment.

•       Industry Experience: Prior experience in financial services is preferred.

•       Technical Expertise:

·         Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).

·         In-depth knowledge of dialer software, with a preference for experience using Vonage/New Voice Media contact center software.

·         Strong project management skills with a technical background in call center operations.

·         Proven experience in developing and optimizing dialer strategies, call flows, and campaign management.

COMPETENCIES:

•       Business Acumen: Understanding of key business drivers for performance and use of sound business practices.

•       Customer Service: Exceptional attitude and a passion for providing outstanding service to internal customers.

•       Teamwork/Collaboration: Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views; Demonstrated ability in and maintaining positive and productive relationships with clients

•       Listening and Communications: Communicates ideas effectively in both verbal and written forms. Actively listens to understand stakeholder needs and selects appropriate communication methods to ensure clarity and alignment.

•       Problem Solving/Analysis: Approaches challenges with a proactive and analytical mindset, identifying efficient and effective solutions. Ability to solve issues efficiently and quickly.     

•       Attention to Detail: Maintains a high level of accuracy and thoroughness in tasks, ensuring all details are addressed. Organizes time and resources efficiently to optimize productivity.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to stand, walk, reach, and sit for a minimum of 8 hours with or without reasonable accommodation. The employee is required to use hands to finger, handle, or feel objects and/or tools. The employee is required to talk or hear with or without reasonable accommodation and must sometimes lift and move up to 10 pounds.

WORK ENVIRONMENT
While performing the logistics duties of this job, the employee is frequently exposed to moderate noises such as computers, printers, and other light traffic noise in an office setting.

This role is in-office.  Remote work may be performed from a pre-approved location, as arranged, and scheduled by team management and approved by department leadership.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change or be supplemented at any time with or without notice.